ComplaintsforSchuster Heating & Pump Co. Inc
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been seeking a replacement for a geothermal heat pump that has malfunctioned since the purchase 12/15/2020. More than one time we have been told that the manufacturer was going to replace it by the installer, **** Schuster. We were told the manufacturer agreed to this. When calling for an update this past week, we were told there are new people he is dealing with at the factory and now it might not be replaced. This is unacceptable as we have records of problems since the purchase. We need it replaced.Business response
04/07/2024
I have been working with the manufacturer for quite some time to try and get a replacement unit for the customer. Yes, I have had to deal with a different person recently which caused a request of some information from the customer. I do, however, believe that this will still be resolved with a replacement unit. Unfortunately when you deal with a large company, things can take time to work through their channels.Customer response
04/08/2024
Complaint: 21506630
I am rejecting this response because: This has been the response for months, which is why we contacted the BBB. We need action with a specific date for installation.
Sincerely,
***********************Business response
04/15/2024
I am just the middle man. This is the manufacturers warranty and they dictate the time line. I did talk to them today and they are still planning on a replacement and are working on a letter to you to explain the details. I'm sorry but that is currently the **** I have.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.